Job Description

We are seeking an experienced ITSM & Continuous Process Improvement Lead to play a critical role in driving service delivery excellence across Bapcor's Technology function.

Reporting to the GM Technology Operations, this role will own the evolution of our IT Service Management capability, with a strong focus on ServiceNow, process optimisation, automation, service excellence and continuous improvement.

Acting as the Product Owner for ServiceNow, you will partner closely with Technology leaders, operational teams, service providers and business stakeholders to improve service delivery, uplift ITSM maturity and embed scalable, efficient ways of working.

This is an ideal chance for someone who combines deep ITSM expertise with a passion for process improvement, automation and delivering outstanding customer experiences.

Key Responsibilities
Own and manage Bapcor's ITSM platform (ServiceNow), including roadmap development, backlog prioritisation, enhancements, governance and continuous improvement.




Drive the uplift of ITSM maturity by establishing, maintaining and improving service management processes, procedures and governance frameworks.
Lead continuous improvement initiatives that streamline workflows, increase automation and improve service delivery outcomes.
Partner with Technology teams and stakeholders to identify prospects for improved efficiency, productivity and customer experience.
Oversee ServiceNow reporting, dashboards and performance metrics, ensuring actionable insights are available across the Technology function.
Work closely with ServiceNow partners and vendors to deliver system enhancements, upgrades, integrations and recent capabilities.
Develop and maintain process documentation, training materials and knowledge resources to support adoption and capability uplift.
Champion innovation by leveraging automation, integrations and emerging technologies to enhance service management outcomes.

📌 Itsm & Continuous Process Improvement Lead Mount Waverley
🏢 Bapcor
📍 Mount Waverley